Gabriel Lucena
About Gabriel Lucena
Gabriel Lucena serves as the CX Delivery Manager for Latam at Gupshup, bringing extensive experience in customer experience and project management across various companies in Brazil. He holds multiple degrees, including an MBA in Digital Business, and has a strong focus on process mapping, employee well-being, and emerging technologies.
Current Role at Gupshup
Gabriel Lucena serves as the CX Delivery Manager for Latin America at Gupshup, a position he has held since 2023. In this role, he focuses on enhancing customer experiences through effective process mapping and redesign. His responsibilities include overseeing customer delivery processes and ensuring that client needs are met efficiently.
Previous Experience at ZENVIA
Prior to his current role, Gabriel worked at ZENVIA in various capacities. He served as the Head of Customer Experience SaaS for two months in 2023 and held the position of CX Onboarding Coordinator for a total of 15 months across two separate tenures from 2021 to 2022. His work involved leading onboarding initiatives and ensuring customer success in the implementation of ZENVIA's solutions.
Professional Background at Bureau Veritas
Gabriel's experience at Bureau Veritas includes roles as PMO Senior Analyst and PMO Specialist from 2017 to 2019. During his time there, he was involved in project management and operational support, contributing to the company's project oversight and delivery processes.
Educational Qualifications
Gabriel holds a post-graduate degree in Digital Business/Digital Transformation and an MBA in Digital Business from USP - Universidade de São Paulo, completed in 2023. He also studied Project Management at Impacta Tecnologia and earned a Bachelor's degree in Control and Automation from Faculdade Flamingo. His educational background supports his expertise in digital innovation and project management.
Focus on Emerging Technologies
Gabriel has a strong interest in artificial intelligence and conversational experiences, reflecting his passion for integrating emerging technologies into customer experience strategies. His focus on process mapping and redesign further emphasizes his commitment to improving customer interactions and operational efficiency.